Freshdesk historical ticket import

The Freshdesk historical ticket import allows a one-time import of historical tickets from Freshdesk using the Export Account Data API. This method avoids excessive API usage by running a background job on Freshdesk’s servers and periodically polling for its completion, thereby ensuring rate limits are respected.

Supported objects

The following Freshdesk objects are imported into DevRev as part of the historical data export:

Importing from Freshdesk

Importing historical tickets from Freshdesk is a two-step process:

Install and configure the snap-in

1. Go to Marketplace, search for Freshdesk (Historical Ticket Import), and click the Add button in the top right corner.
2. Once added, click the Configure button that appears in the top right corner. This opens the snap-in configuration modal.
3. Fill in the required fields in the configuration form and click Submit.
4. Create a new connection to your Freshdesk account, or select an existing one.

The API token for the connection must be generated by a Freshdesk account administrator.

5. Once the connection is established, click the Airdrop button. Select the Freshdesk account you want to import historical tickets from, and specify the DevRev part where the imported work should reside. This initiates a bulk ticket import.
6. DevRev automatically attempts to map fields from Freshdesk to their corresponding fields in DevRev. You may be prompted to manually map certain fields if automatic mapping is not possible.

Post import options

After the import completes, the following options are available:

• View Report: Review the summary of tickets, conversations, and attachments imported.
• Archive: Archive the data for read-only access within DevRev.
• Delete: Remove all imported records associated with this Airdrop.

This is a one-time import. Updates to imported tickets are not supported in this snap-in.

Historical Airdrops

To view currently running and previous Airdrops from various sources, do the following:

1. Go to Settings > Integrations > Airdrops.
2. Select the import you want to view.
3. Click on the context menu (⋮) and select View Report.

Periodic sync

After successfully importing to DevRev, you have the option to enable a periodic sync. This allows for automatic synchronization with DevRev on a regular basis. By default, the sync occurs once an hour.

To configure periodic sync, follow these steps:

1. Go to Settings > Integrations > Airdrops.
2. Locate the previously imported project.
3. Select the ⋮ > Set Periodic Sync option.

The Enable automations for synced items setting is optional and can be activated during periodic sync configuration. When enabled, newly created or updated items trigger events, which can initiate webhooks, notifications, Snap-ins, and other processes, as if the events originated directly in DevRev.

If this setting is disabled, updates will not trigger any event-driven processes. This behavior applies only to periodic syncs; no events are triggered during a first-time import or manual sync to or from DevRev.

Delete import

This deletes any content created by the import, including users and works.

An import and all the content it creates can be deleted from DevRev. This can be useful when running POCs or to change the recipe used during the import. Once an import has been deleted, all the content it created gets deleted, even if they were modified in DevRev. It's possible to import the project again after its deletion.

To delete an import and all the content it created, go to Settings > Integrations > Airdrops, find the previously imported project, and select ⋮ > Delete Import.